Job Details

Senior Director, Infrastructure Operations

Santander Consumer USA
Massachusetts, United States

The Sr. Director, Network Infrastructure is responsible for the strategy and operational integrity of all aspects of the voice and data network. They are consulted on and contribute to the strategic vision of the organization and are expected a broad range of ideas and perspectives regarding networks and how they support applications and IT infrastructure at Santander. This individual will lead a team of engineers and specialist that are critically integrated with projects, operations and engineering. Since network is the technology fabric, it is expected that this role participate in incident and problem management for all areas of infrastructure and applications. This senior role provides leadership on complex architecture involving multiple disciplines by interacting, influencing and presenting to stakeholders, peers and senior management. S/he creates a work environment that enables team members to be their best and deliver on their accountabilities.

Participates as part of the Infrastructure Leadership Team to insure integrated strategies and operational excellence

Develops Network Strategy for the organization based on project and business initiatives

Represents the bank as subject matter expert for networks in internal audit and regulatory examinations

Responsible for personnel management, conducts performance reviews, competency development, and coaches staff

Lead a large team of individuals at various skill and experience levels to manage performance and team efficiency

Develops and manages budgetary planning and cost optimization strategies aligning to the business requirements and demand forecasting

Works with Vendor Management to optimize contracts and performance levels for all 3rd party network agreements

Responsible for all areas related with Network and Voice infrastructure: WAN, LAN, WiFi, Datacenter, Corporate Telephony, Contact Center Telephony, etc.

Participate in Roadmap Development, Project Management, Incident Management and Problem management for all aspect of Network Communications

Accountable for all moves, adds, changes, upgrades and patches to strictly adhere to Change Management policies and procedures

Focuses on trending analytics for capacity and performance management to insure availability and reliability of the network

Ensures that all network and voice systems adhere to established SBNA policies, procedures, and standards for internal and external regulatory requirements

Support the ongoing maintenance of network and voice infrastructure by ensuring up-to-date vulnerability patches, software releases, maintenance of configurations in compliance with Santander Hardening Guides

Support and participate in all maintenance of Disaster Recovery/Failover scenarios plan and testing

Lead efforts working with Security in order to identifying risks and propose improvements to mitigate those risks

Interact with the monitoring teams, both internal and 3rd party, to ensure that all the network and voice infrastructure is properly monitored and receiving alerts for events

Participate in regular roadmap workshops to keep a current and future technology vision for network infrastructure

Work with the applications and business groups to develop the proper Cloud Fabric to support the innovation of the business

Contact Center

Participate in the strategic planning and program development of the Contact Centers

Work with the business groups to direct and prepare studies to determine operational effectiveness and revise programs to increase quality and productivity

Accountable for the overall quality and integrity of the Contact Center Platform through monitoring scorecards and call pattern trending and analytics

Track and analyze contact center performance versus service goals/metrics; issues regular reports to senior management and business unit customers of performance versus goals and recommended actions

Ensure network reliability for contact center systems and applications

Ensure support for Legacy contact center systems while managing seamless integrations into new systems and innovations as part of an agreed roadmap


Bachelor's degree in Information Technology, Computer Science, Information Security, or equivalent work experience in related IT field is required, with an advanced technology degree being preferred

15+ years of Network and Voice Engineering experience

10+ years of experience managing technical teams geographically distributed

Ability to provide hands-on technical and operational guidance to senior engineers.

Experience in large, complex financial institutions

Experience in audit and regulatory compliance having presented to Federal or other governing bodies

Evidential experience presenting to large groups of Executives for business cases and investment

Digital Transformation experience with architecting move to Cloud including security, performance, and other key aspects

Strong Cloud Infrastructure and Partner management experience for contracts and operational excellence

Strong communication and influencing skills where you can explain ideas from different perspectives to technical and non-technical audiences

Capable of managing competing priorities and making the right trade off based on business impacts

Extreme focus on customer experience and continuous improvement

Demonstrated ability to build and maintain partnerships at every level and manage those relationships

Advanced reasoning competencies for analytics and demand forecasting

Extensive knowledge and background in network and voice infrastructure including contact center and multi-tiered office/branch topology

Deep knowledge of vulnerability, security policies and perimeter protection

Proven successful track record with ITIL standards like Change Management, Incident Management and Problem Management

Extensive experience with monitoring and trending analytics tools relating to capacity planning and demand forecasting

Bilingual English/Spanish is highly desired competency

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